Customize CustomerTicketMessage with TicketFreeText

rtocci62 · Post by **rtocci62** » 22 Nov 2013, 14:08

Hi guys, I need to customize the form of insertion ticket from the customer panel.
I have configured the new attribute in TicketFreeText11 and I made sure that is visilbile only for a specific queue in CustomerTicketMessage.dtl:

Code: Select all

	switch ($('#Dest').val() ) { 
	case "36\|\|TBS-OP::Remote Services::Help Desk::XXXX": 
        document.compose.RichText.value ="<b>-PROBLEM :<br/>-CONTACT :<br/>-PHONE :<br/>-TIME:<br/>";
        document.getElementById('TicketFreeText11').style.display = 'block';
        document.getElementById('LabelTicketFreeText11').style.display = 'block';
        document.getElementById('TicketFreeText11').className = 'Validate_Required';
	     break;
 	default:
		document.getElementById('TicketFreeText11').style.display = 'none';
      		document.getElementById('LabelTicketFreeText11').style.display = 'none';
		document.compose.RichText.value = "";
	}

Now I want to implement an function that lists the assets on CMDB that match what you type in TicketFreeText11 (like from in AgentTicketPhone).
To simplify I would like to activate a select like this "SELECT DISTINCT(name) FROM configitem_version where mane like ?"
and return the result in TicketFreeText11.
Alternatively, even with the addition of a new button (Asset Search) to activate the select and return the list received in TicketFreeText11 for selection.
Someone has already developed something similar?

Hope I have described well the request (OTRS 3.0.10-ITSM 3.0.6)
Thanks
Rocco

Post by **crythias** » 22 Nov 2013, 20:34

viewtopic.php?f=60&t=17033

rtocci62 · Post by **rtocci62** » 26 Nov 2013, 18:48

Thanks Crythias, I followed the instructions of your topic, but I have a problem to populate the select, the following code extdata.pl

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#!/usr/bin/perl -w
use strict;
use warnings;

use CGI qw(:standard);
#use JSON; #install JSON via cpan/ppm if you want to use it instead

print header(-type => 'application/json');

#code to query data

# use ../../ as lib location
use FindBin qw($Bin);
use lib "$Bin/../..";
use lib "$Bin/../../Kernel/cpan-lib";
use lib "$Bin/../../Custom";

use Kernel::Config;
use Kernel::System::Encode;
use Kernel::System::Log;
use Kernel::System::Main;
use Kernel::System::DB;

   my %CommonObject = ();
   $CommonObject{ConfigObject} = Kernel::Config->new();
   $CommonObject{EncodeObject} = Kernel::System::Encode->new(%CommonObject);
   $CommonObject{LogObject}    = Kernel::System::Log->new(
    LogPrefix => 'ExtData',
    %CommonObject,
   );
   $CommonObject{MainObject}   = Kernel::System::Main->new(%CommonObject);
   $CommonObject{DBObject}     = Kernel::System::DB->new(
      %CommonObject,
	 DatabaseDSN  => 'DBI:mysql:database=otrs;host=localhost;',
	 DatabaseUser => 'otrs_1',
     DatabasePw   => 'otrs_1',
     Type         => 'mysql',
   );

   my $query = param('q') || '';
   my $like = '%' . $query . '%';
   my $ResultAsArrayRef = $CommonObject{DBObject}->Prepare(
      SQL => "SELECT DISTINCT(name),id FROM configitem_version WHERE name like ?",
      Bind => [ \$like ],
      Order => 'asc',
   );
#  my $json_text = to_json($ResultAsArrayRef);
#  print $json_text;
while ( my @Row = $CommonObject{DBObject}->FetchrowArray()) {
    print '<option value="' . $Row[0] . '">' ."$Row[0]</option>\n";
}
1;

and the test page

Code: Select all

<html>
<script src="http://code.jquery.com/jquery-latest.js"></script>
<body>
<h1>It Work!</h1>
<select id="myselect" name="myselect">
</select>
<script type="text/javascript" >
        $.get('localhost/otrs/extdata.pl', function(data) {
           $('#myselect').append(data);
		});
		alert( "AFTER JQUERY.GET" );
		alert( $('#myselect option').length );
</script>
</body>
</html>

the selct is empty, any ideas?

Post by **crythias** » 26 Nov 2013, 19:13

yes. your query is seeking anything after an unpassed q parameter, per the example I've provided.

The gist of $.get('.../extadata.pl'...) results in: select [stuff] where name like '%%' ... this should return everything in configitem_version (though if you consistently want to return everything, you don't need a where clause...)

Code: Select all

   my $ResultAsArrayRef = $CommonObject{DBObject}->Prepare(
      SQL => "SELECT DISTINCT(name),id FROM configitem_version",
      Order => 'asc',
   );

you should also make sure that would legitimately return values.

rtocci62 · Post by **rtocci62** » 27 Nov 2013, 11:42

OK, at the moment I just want to verify the get function of JQuery and then select (into extdata.pl) returns all records( only 3 CI).
When I launch into browser http://localhost/otrs/extdata.pl the result is' :

<option value="4613852">4613852</option>
<option value="4613853">4613853</option>
<option value="4613854">4613854</option>

but from the test page(index.tml), the list(3 Item) is not loaded in the field myselect.

Code: Select all

<html>
<script src ="http://localhost/otrs-web/js/thirdparty/jquery-1.4.4/jquery.js"></script>
<h1>It works</h1>

<select id="myselect" name="myselect">
</select>
<script type="text/javascript" >
        $.get('localhost/otrs/extdata.pl', function(data) {
           $('#myselect').append(data);
		});
		alert( "AFTER JQUERY.GET" );
		alert( $('#myselect option').length );
		$('#myselect').append('<option value="4613852">4613852</option>');
</script>
<body>
<html>

I tried turning on the console of crome but I can not understand how it works and why the get function does not return the list.

Thanks
Rocco

Post by **crythias** » 27 Nov 2013, 14:24

you might want to try a more recent release of jquery.

Znuny Open Source Ticketsystem

Customize CustomerTicketMessage with TicketFreeText

Customize CustomerTicketMessage with TicketFreeText

Re: Customize CustomerTicketMessage with TicketFreeText

Re: Customize CustomerTicketMessage with TicketFreeText

Re: Customize CustomerTicketMessage with TicketFreeText

Re: Customize CustomerTicketMessage with TicketFreeText

Re: Customize CustomerTicketMessage with TicketFreeText